Every citizen always require a variety of services (goods and services) is provided by the government and private sectors. Product services provided by the government (public goods) include services for security, identity services such as ID cards, driver’s license or certificate of land, electricity, education and health services. Although for the last two terms (education and health), the private sector also provide it. Society has the right chose, for the provision of education and health services belong to substitute public goods (provision of goods and / or services in government agencies and private institutions).

With reference to the above description, the public service can be defined as a form of service in order to meet the basic needs of citizens are in principle the responsibility and implemented by government agencies both at central and regional levels as well as by state and local enterprises. In addition, the public service is economical, meaning that fees charged should be affordable by all levels of society.

However, until now many people judge and stated that public services are still haunted the community, because often frustrating and disappointed because always overshadowed by the reality of service delivery that lack transparency, expensive (many illegal) and quality / Low quality and service personnel who are considered less friendly in serving, and much more things that pertain to the lack of public services akuntabelnya.

System and the behavior of the public service bureaucracy rather reflect organizational model inefficient and ineffective, lack of accountability, lack of transparency and not oriented to the community that it serves as a consumer are often the things that makes us far away from the public service quality and accountability.

Public Participation in the Implementation of Public Service

Three years is the Public Service Act was enacted, but still can not make public services in line with expectations. There are still a lot of people who complain about these practices public service who have not qualified. And with the passage of Act No. 25/2009 on Public Service is a new hope to break down the bureaucratic behavior of the system and public services to be more qualified and accountable. Because, in addition to open public involvement in monitoring and preparation of service standards, the Act also stipulates the obligations of service providers and even the penalties for service providers is also regulated.

Recognition of the rights of the community to play an active role in public service is the entry point into improved public services. Articles 18 and 39 of Law 25/2009 on Public Service explicitly states the rights and obligations as well as that.

However, it is still lack of socialization makes people not many people understand that they have rights guaranteed by law. So many people still do not want to get involved in monitoring and advocating himself together service providers create a participatory service standards. It is at least reflected in the research conducted by PATTIRO Surakarta in mid-year 2012, of which 85% of respondents stated that they Surakarta people are unaware of the Law 25/2009 on Public Service as well as their rights in the public service are set out in legislation legislation.

With the ignorance of the public can not take an active role in overseeing the organization of public services. On the other hand, people are still reluctant to give suggestions or complaints criticism when improperly serviced.

The reluctance of the public to provide suggestions or even complaints criticism is understandable, because until now is still very much a unit of service providers who do not have a complaints management system. Complaints will only be stopped in the suggestion box or writing in a website without ever delivered to the extent management. In unpacking this, an active role in drafting the standard of care is important, so what the needs of the service users can be accommodated as well as have a agreement with the service provider with the unit.

In addition, the Public Service Act also set forth the penalties for public service providers when it does not provide services in accordance with the standards of existing services. In chapter 54 to a chapter 58 says it is gambling, which start from punitive damages, administrative sanctions to criminal sanctions.

That is, when people are dissatisfied and disappointed with the services provided, it can make the complaint. Complaints can be made to the superior officers in the unit of service providers and managers of the service unit. Can also complain to the Ombudsman as an institution that has the authority to oversee the state public service.

If you look at the laws that exist, then it should be improved public services is no longer just a dream. Especially in Surakarta is currently being discussed Public Services Bill that will surely complement the law menangungi public service in the city of Surakarta.

In the draft Bill were consulted-publican by parliament in mid-November 2012, there are some records that need to be considered, especially regarding participation in the complaint space needs to be on the mechanisms and specialized unit that handles and manages complaints on each unit of service. It is important to remember that the public’s reluctance to give criticism and complaints because of uncertainty about their complaints.

Completion and follow-up of complaints by the users of public services has not been set, the new draft to the extent stated in the complaint regarding the rights and obligations of the organizers to receive complaints. This means that in the absence of a specific complaint management unit located on the unit of public service providers, it can be ascertained that the complaint will only stagnates. So we need decisiveness in this Bill about it. As to how the complaints management unit is running and complaint resolution mechanism, whether through dialogue or mediation process is like, can be set by ordinance the mayor.

Why complaints management issues become paramount in this draft Public Service? Because, with the criticism, suggestions and complaints from the public that well-run, then followed up with the dialogue process to obtain input fixes the improvement of public services will be dialakukan so it will be more qualified and accountable. Society will not make a complaint if there is no thing that is supposed to be his rights were violated.

It should be a concern of Surakarta City Council that the Public Service Bill was when it was passed and enacted not only be a toothless tiger. []

By: Rokhmad Munawir (PATTIRO Surakarta)
This paper is published in the Joglosemar Daily on Thursday, November 29, 2012